Below are the detailed instructions on how to process a return or exchange. The policy begins from the date of purchase. Please see whether either of these pertain to you, and if the item(s) are covered by our Return Policy.
THE FOLLOWING REASONS ARE COVERED BY OUR 30 DAY LIMITED COVERAGE RETURN/EXCHANGE POLICY.(CUSTOMER IS RESPONSIBLE FOR RETURN POSTAGE FEES, AND REPLACEMENT POSTAGE FEES. OWLFUL DOES NOT REFUND ANY SHIPPING FEES.)
- You chose the wrong size.
- Personal Reasons due to changed mind, personal taste, etc.
- Personalized items are one-of-a-kind, it cannot be returned unless it is defective or damaged.
THE FOLLOWING REASONS ARE NOT COVERED BY OUR 30 DAY RETURN POLICY, AND WE ARE NOT LIABLE FOR THESE ISSUES.
- Products are exposed to corrosive substances, or chemicals. Exposure to harsh chemicals can alter that appearance of your OWLFUL product. These chemicals include, but are not limited to, Liquid Silver Polish, Pools, Hot Tubs, and Spas. Oxidized silver are easily damaged.
- Products are damaged by misuse, mishandling, or poor maintenance.
- Silver pieces are given detail by oxidation, overtime, they may appear black. To remove this, please clean with the silver polishing cloth to return its original look.
- While the other parts of the watch are covered by our 30 days return policy.
- All the warranty does not apply to damage caused, in our sole opinion, by tampering with or opening the watch or by other than normal use or defects or damage resulting from repairs performed other than by an authorized service facility.
- All warranty does not apply to damage caused, in our sole opinion, by customers misuse, including, but not limited to, wearing the watch while showering, bathing, swimming, snorkelling, water related work and fishing. Please refer to the Special Care on Watch to avoid misuse.
- Once your order has been submitted we will immediately begin production on the personalized items. If you would like to cancel your purchase, your order is subject to a 60% restocking fee and design fee.(Only for personalized/customized products)
- OWLFUL reserves the right to make any amendments to this policy at any time. Notification of any changes will be published on this page. If you have any inquiries regarding cancellations or any of our other policies please Contact our Customer Service Representatives.
- New and unworn items can be returned to OWLFUL within 30 days of purchase. Please note that because all our personalized items are one-of-a-kind, those returns will incur a 60 percent restocking fee and design fee. Customer should be in charge of both return and replacement postage fees.
- Original shipping and handling charges (including customs fees, broker fees and tariffs for international shipments) are non-refundable.
- No credit or item exchange will be issued until we have reviewed the returned item and it is found to be in new, unused, unlaundered condition (if applicable), with all original tags attached and original packaging and parts included.
- If an item is returned in a condition that is not new and has been used or damaged, (including but not limited to being dirty, soiled, with hair, laundered, or damaged by smoke smell or liquids) no credit, refund, or other compensation will be issued.
FREE SHIPPING ITEMS.
- If after 3 months, you still haven't received your order, we will escalate the matter to our tier 2 support team and refund your money, no questions asked.
HOW DO I RETURN AN ITEM?
- Please provide your order number as well as the reason for your return. Our customer service team will review the return request and will send further instructions if the return is approved.
- Only items purchased directly from https://owlful.com will be accepted. For products purchased from authorized retailers, please get in touch with them directly for returns.
- Returned items must be in original packaging, including any accessories, manuals, and documentation.
- Returned items must be unused, in the same condition that we sent it to you, and in their original packaging. Stains, folded cards, broken seals/ plastic foiling broken will not be accepted. If the condition of the product shipped back to us is not in acceptable condition we reserve the right to not refund or exchange. Products that have been personalized cannot be refunded or exchanged.
- Non-returnable items include items purchased through retailers, incorrect products purchased, and damaged products through customer mishandling.
- Returns made without receipt may be refused. OWLFUL reserves the right to deny any return.
WHAT IF THE ITEM(S) I RECEIVED ARE DEFECTIVE/INCORRECT/DAMAGED?
Please contact our Customer Support team to start the return process. Please include the following information:
- Order number
- A receipt or proof of purchase
- Video or photo of the faulty product (if applicable)
- Complete delivery address
- Contact telephone number
In some cases, you may be required to include a video or photo of the defective product for proof in order to refund or replace the product.
HOW LONG IS THE RETURNS PROCESS?
- Processing returns may take up to 14 business days from the day we receive your return. We will email you to confirm once your return has been processed.
- For returned items, a refund will be credited for defective products. For non-defective items, refund excludes all shipping and handling fees.
WHEN WILL I RECEIVE MY REFUND?
- All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 14 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account.
- If you haven't received a credit for your return yet,here's what to do:Contact the bank/credit card company. It may take some time before the refund is posted to your account.
HOW DO I CHANGE OR CANCEL MY ORDER?
- Please contact us as soon as possible if you need to modify or cancel your order. Make sure to provide your order number and the modification you would like to make and we’ll confirm once the modification has been made. Please note that any orders that have already been packed or shipped cannot be modified or cancelled.
- To check the status of your order, please log-in to your OWLFUL account or contact our Customer Support team.
WHAT ARE WE REFUSING TO REFUND?
- We refuse to print any photos related to sex, violence, drugs or pedophilia. If you provided any photos about pedophile, we will refuse the delivery.
- Please contact us before returning a defective item; otherwise the return process may be delayed.
- We can arrange a refund or a replacement of the product after receiving the defective item and confirming that it is indeed defective.
- The return shipping fees will be at the customer’s expense. The return shipping fee of the defective product must be discussed and agreed upon before you send the product back. Or we will not be responsible for any return shipping costs.
- We are not responsible for paying any customs fees for return shipping or for shipping back to you.
- If you do not want to pay high import duties on the return package, please avoid selecting an express mail service like DHL, UPS, TNT, FedEx, and similar ones.
- If you refuse delivery of a parcel due to import duties or taxes, you assume all liability for all costs involved in returning the item to us.
- You are also liable for any import duties or taxes incurred during the return process.
- If you encounter any difficulties in returning a product, please do not hesitate to contact us to discuss other forms of compensation.